Complaints
If something has gone wrong, we want to hear about it in detail and resolve it properly.
How to submit a complaint
Email complaints@dfxglobals.com, or raise a support ticket from your account and select the complaint category. Please include your transaction reference, what happened, when it happened and the outcome you are seeking.
Acknowledgement
We aim to acknowledge complaints within two business days, confirming who is handling the matter and what happens next.
Investigation
- We review the account, transaction records, communications and audit history
- We contact the relevant provider where the issue involves payment execution
- We keep you updated while the investigation is open
- We provide a written response setting out our findings and any remedy
Escalation
If you are not satisfied with our response, you may ask for the matter to be reviewed by a senior member of the team. Where a regulated provider executed the payment, the complaint may also be raised with that provider. Any external dispute resolution rights will be published here once the applicable regulatory position is confirmed.
DFX Globals does not claim access to any regulatory dispute resolution scheme. This section will be updated with verified information once the legal and regulatory position is confirmed.
DFX Globals is a financial technology platform. Certain payment and FX services may be provided through regulated third-party financial institutions and payment providers. DFX Globals is not a bank and does not claim any licence or regulatory registration unless verified details are published on the Legal Information page.